Great question. If I had full control over the roadmap, in general, existing features would be the focus before any new features were introduced.

It drives me insane when an existing feature is functioning half-assed or could use improvement and the product manager and design team are stirring up loads of new feature ideas. Product evolution is…[Read more]

I haven’t, but I like the idea. Nothing wrong with some casual humor.

On another note, I’m going to Alaska in a couple weeks - I can provide further details post-trip so you can add Alaska vacation spots to your area of expertise too

The FIAS calculator is really great. Thanks for sharing all of this, great stuff!

@lanej0<span style=”color: #555555; font-family: Arial, Tahoma, Verdana, sans-serif; font-size: 12px; line-height: 20px; background-color: #ffffff;”> - thanks so much for the thorough response, really great feedback!</span>

Regarding #4 - do feature requirements exist that help you in drafting the scripts and defining acceptance criteria, or do…[Read more]

@lanej0 would love to get some feedback from you!

Hey @Ted, you might find this post helpful:

http://community.uservoice.com/forums/topic/ticket-satisfaction-tools/

I have a confession… I’m not currently measuring satisfaction on a per-ticket basis, let alone a per-response basis. Is this bad? :/

Our ticket volume is pretty low and our customers/users are from Fortune 500 companies (punching in, punching out). Unfortunately these people tend to not value customer support interactions like the consumer…[Read more]

@evan @mathew @carolyn @andrew - Dinner and drinks sounds great. Evan, being the local, do you want to pick a spot to meet?

We also use “Pending” - I try to make sure to follow up with the customer after a couple days of waiting for a response. If they don’t respond to my follow up, I usually close it shortly thereafter. I like to see tickets organized by groups of “them waiting on me” and “me waiting on them”, and the “Pending” status helps me do that. I also did…[Read more]

I get in Thursday evening around 6:30 and I’m definitely down to meet up!

Very cool idea, an impressive idea, but it seems a bit risky volume-wise. I’m curious how they will feel about having rolled this out once the holidays hit, as @chase mentioned.

The security issues mentioned in the article are also interesting, perhaps something they didn’t really think all the way through. I look forward to following up on…[Read more]

I loved the idea of incoming support tickets pinging the internal Campfire chatroom - the insight this provides that otherwise wouldn’t happen has to be valuable in so many ways. I’m currently brainstorming ways we can give our devs a more instant and constant view of incoming issues. Great points all around @james, thanks for sharing them with…[Read more]

I just started but I’m looking forward to diving into this book.

On a related note, if you’re reading this and you’re not familiar with Leo Babauta’s blog Zen Habits, I highly recommend you bookmark it! Great reads on changing habits and living a simple, fulfilling life.

Happy reading!

Wow, yeah, this is pretty terrible.

Yes, love the transparency! Awesome communication, nice work @jason. Here’s to a better day today!

@keely and the rest of the Chicago group - sorry I missed yesterday! I’ll be on the look out for the next date and hope to make it then!

We’ve been doing an overhaul of our automated email templates (password resets, welcome emails, demo user signups, etc) making them more user friendly, easier to read, with fresh designs. I’m writing a lot of the […]